"Shipping and return policies straight out of the 80's. Expensive and slow. "

"I don't believe what this company says. I ordered six identical glass light fixtures. One had broken glass. I didn't look in every box at the time and my electrician didn't install them immediately, so the 72 hour rule at Lumens.com expired. OK, so they had no obligation to replace the glass, but could have they without any impact on them? I think the answer is yes! I contacted Access Lighting, a wholesale operation from Irvine, CA where the fixture had been originally acquired by Lumens.com. I explained the time duration delay, and they said there would be no problem replacing the glass for free on their end, but it would have to be done through Lumens.com. Lumens.com told me that Access lighting denied the claim, so who do I believe? There was no reason for Access Lighting to lie to me. Also, Lumen.com told me the replacement glass would be $117, even though the entire light fixture (including glass) on the internet ranged from $134 - $208. I saw this glass replacement elsewhere on the internet for $54, so is Lumens.com trying to make an additional $117? I have my opinion. This glass was nothing special, and the entire unit was made in China!! So in my opinion, Lumen.com will never go the extra yard for the customer. "

"My shipping date was pushed several times to over 2 months from the order date. It was supposed to arrive before a trip abroad but did not. When I returned they wouldn't take the return even though product was still in wrapping, etc. I expected them to forgive the 30 day return policy due to the shipping issue and me being out of the country. Horrible customer service and shipping! "

"I have never been so compelled to write a review before as I am for the AWFUL company. I wish I would have looked at reviews before ordering. I placed an order for a $79 USD light. This site claims free shipping over $75. It wasn't until I looked at my bank account that I realized I was charged $49 USD for shipping on top of my order!! I IMMEDIATELY (within 30 seconds of ordering), messaged their live chat system to cancel this order and opened a dispute with PayPal. I got no response and suddenly 2 days later, I get shipping confirmation. I contact live chat again asking why my order was not cancelled, and they claimed there was no history of conversation.

On their site, it is VERY hidden in the small print that this is the price to ship to Canada, but throughout my entire checkout process, it was never indicated that I would have to pay this shipping cost. It clearly indicated throughout the entire checkout process that my shipping was FREE, so I assumed the high shipping cost in the small print was there for expedited shipping only as this is what it claimed.

I am beyond mad and the customer service rep was the most far from helpful ever. DO NOT order from this company EVER. You will regret giving them your money. "

"WARNING! DON'T BUY FROM THESE PEOPLE!! We paid $1,500 for the Matrix Sail Linear Suspension By Michael McHale Designs. It arrived missing a quarter of the shades that are the most important design fixture, and with a broken bulb. We tried over and over to reach them by phone, but after being on hold for 20 minutes, it said they were too busy to answer and to leave a message. We did and have never heard back and it's been 12 days. So then we tried the chat feature and were sent a parts request form. We filled it out and returned it immediately. Lumens replied by email after 8 days with a code for the wrong bulb and nothing about the shades. Then after more calls we were told that Lumens won't provide the shades or the bulb because the package wasn't opened within 72 hours. It was delivered to a construction site where there's ALWAYS time that elapses after items are delivered!!! What a "gotcha"!! WARNING!!!!"

"This was originally a product defect issue but is really a customer service issue due to how Lumens handled it. I ordered over $3000 of fixtures from Lumens for a remote vacation home renovation. All fixtures needed to be on the job way ahead of installation due to the remote location. Because of this, by the time the fixture was installed and my electrician diagnosed the problem with it, it was out of warranty by about 6 months when I first contacted Lumens. We all know that a company can make a customer service decision when there are mitigating factors like this but Lumens chose not to and to keep repeating that it's out of warranty even though this is still a current product and I really had no way to know the fixture was defective while the warranty was still in place. Lumens referred me to the manufacturer, Artimide (completely unable to reach someone there). When I finally got a call from Artimide, they said that their agreement with Lumens is such that Lumens handles all customer service and returns. A Lumens rep finally was able to reach Artimide on my behalf only to offer me to a part number to buy (my expense) so that my electrician could rebuild the fixture (at my expense). It turned out to be the wrong the part, not for my fixture at all. Additionally, I’ve paid my electrician for several visits now to diagnose this problem and he informed me that he has better things to do than rebuild a light fixture and the company should really replace it since it was defective to begin with. They have refused to replace the defective fixture. I asked for a Lumens manager who had the authority to make a good customer service decision and was treated very curtly by the woman who took my call as she refused to do anything for me other than allow me to order another part and pay my electrician to attempt to rebuild the fixture. So disappointing as I've given Lumens a lot of business over the years and had planned to order for my next job through Lumens but won't anymore.

Lumens customer service is standing by the fact that it’s out of warranty which is technically true but ignores many mitigating factors including just taking care of a good customer. I’m in business also and would never lose the goodwill of a good customer when I have the opportunity to just replace a defective item and make them happy about doing business with me.


"

"HORRIBLE!! HORRIBLE!!! HORRIBLE!!!!

I placed my order for a light fixture they showed in stock on 5/212018, after i placed my order and paid with my PayPal I recieved a call from an agent stating the product was not in stock and would be shipped on 5/29/2018. I recieved another call on 5/24/2018 from a second agent asking to verify and validate my information. I found this odd because I paid with PayPal and all of the information is verified through PayPal (Agent said the address was wrong)

today (7/3/2018) I inquired about my order and the live chat agent said the product I ordered has finished production and will be in their warehouse next week and they will ship my item July 17th.


I would never ever order anything from them as I have came to realize they are misleading and provide false information "

"The concept of customer service has departed lumens.com, along with its original owner, who sold the company two years ago. Shortly before that time I bought $5K of lights from lumens. I have had trouble with two. I was doing a large renovation in my home, which did not finish on time (shocking!), and I did not remove a beautiful $1400 torchiere from its huge shipping container until the room was ready. It turned out that in shipping the torchiere had snapped in half. The warranty on it was a year. Yes, more than a year had passed--but the light had never been used. Isn't that the idea of a warranty, that it fails to work as promised? Lumens "could do nothing about it". I dealt with the manufacturer. The repair was costly, though less so than a replacement.

The second problem just occurred. A fire in a manhole caused a voltage surge to go through my building. One (but only one) of my lights went out, a $500 ceiling fixture. Was it under warranty? Well, yes and no. You see, the "lighting" part has a 5 year warranty, but the rest has a one year warranty. How does one know which part failed? Lumens told me to call the manufacturer to go through a diagnostic procedure and find out. The manufacturer offers no such service. Then how does one know, if one knows nothing about electronics? Hire an electrician to find out, lumens said. You mean, pay an electrician to make a house call, maybe $150, to find out what's wrong with a light fixture that might or might not be under warranty? Yes, exactly.

I ended up taking the fixture down myself. The ceiling is very high and this was unpleasant and rather scary. I found what I thought was the offending part, a transformer. This qualified as a non-covered part of the light. I called lumens and gave them the part number--I would buy a replacement. Lumens claimed there was no such part. I should contact the manufacturer (third time, now) and get the "real" number, not this bogus proprietary number. As it turns out, that is the one and only ID number on the part. I eventually found it from another lighting distributor.

In effect, lumens told me: Your LED went out? Prove to us that it's the part we cover, or **** off.

I spelled this out for them in a message, but no one bothered to reply. Which says it all. "

"I ordered 12 light fixtures for a project and after review cancelled the order realizing the original fixture would not work> when i contacted the company to cancel the order on the same day it was not a problem. I informed them I would be ordering a different fixture in the same quantity and asked if returning a few or all would be a problem as we were not sure they would fit our application. I was told that would not be a problem by the CSR. The order was placed online on 3/19. On 3/20 an email was sent from Lumens regarding their return policy of orders over 10 fixtures being non-returnable. Being the email was sent the following day and receiving hundreds of email throughout the day I overlooked it. We indeed need to return the fixtures (over $2000) to order a different one. I was informed that they would not return them, the CSR put me on hold for an extended period of time to go ask a manager at my request and came back stating they would not budge on their policy since an email was sent. When I asked to speak to someone in management I was informed they were in a "meeting" and they could have someone call me back. Needless to say we are now stuck with $2000 worth of lights we cannot use and will not be ordering from Lumens in the future."

"Lumens knowingly sells product into Canada that is not authorized by CAA for use in Canada. Modern Fan has told them that their fans are not certified by CAA but Lumens continues to sell their product into Canada. I learned this the hard way when my electrician refused to instal the product. Other issues included late shipment and inadequate packing as the lamp lens was broken. The broken lamp lens was the "reason" that Lumens would not take the fan back.

So, approximately US$700 later, I have a fan that cannot be used.

This company must lack integrity from the top if this is how the CSRs and their managers are told how to operate. Lumens is part of Y Design Group and the CEO is Sean Callahan. Real leadership comes from the top!
"

"Order over >8 weeks overdue and no delivery in site. Called customer service multiple times - with hold times exceeding 20 mins. When I did get a CSR on the phone, the response was "its not shipped yet" - no emails, calls or anything to let me know this.

In today's e-commerce world, 99% of firms are way better at this and consumers use the web for selection and speed as 2 primary reasons.

My suggestion to Lumens leadership: Get out of the commerce selling space! You need to go back to the pre 80s selling process with a storefront where its no goods = no sales. I just cancelled > $1,300 worth of goods. I've bought from them before and had the same issue. They apparently buy your goods from wholesalers after you place an order. Their "estimated delivery" is not an estimate - its a bogus hope + prayer.

So my room must remain dark for a while but not to worry - there are lots of good vendors out there to help with people who know what they are doing.

Consumers: steer clear of Lumens. I rate them a Zero in customer experience, poor response and no delivery. Take your money elsewhere as they have no clue what they are doing! With such high quality and priced products why bother with such aggravation!"

"We purchased a very expensive light. Didn’t fit and reluctantly agreed to refund our money, provided we pay for $50 shipping. Fair enough. Unfortunately, they sold us over $100 worth of bulbs that were extremely overpriced and we can’t use them. Well, they won’t allow us to return them even for store credit. We’ve never even taken them out of the shipping box, let alone the light bulb box. I’ve spent thousands of dollars with this company and they just lost a customer over a $100. I will never use them again. "

"Here are the reasons to consider buying from Lumens: You're in no hurry & would appreciate having the extra time to wait 3 weeks for delivery. You also have the time to make 4 or 5 phone calls to Lumens & several to your credit card company to try to figure out why Lumens says you never made the purchase, but the charge is showing on your credit card statement. And, you're grateful for the opportunity to help customer service representatives understand that if they type your email incorrectly you won't receive that message. You may also be afforded the rare occasion to explain that when you told them that a fixture was damaged it did not mean that there were missing parts so it probably won't help much to send parts you don't need. So, have fun, have patience and good luck!"

"Lumens has an excellent lighting selection for attractive, modern light fixtures. In that regard, it's been a perfect site for finding lighting for our home renovation project. The website isn't good, however, and I stumbled upon some really stupid errors while trying to return an item.

Note that if you've already installed a light fixture, they will not take it back. Thankfully, we hadn't installed ours. But it took Lumens 1 week to provide a return shipping label after approving my return request. Then they informed me that I only have 10 days to use the label, and also, that once they receive the item, it will take 14 to 21 days to process my refund. I've never heard of any business keeping your money an extra 2 to 3 weeks after receiving a return."

"Purchased a $300 light that didn’t work for space intended. It was mounted for 5 minutes and in perfect condition. Lumens won’t accept any open box returns. Glad I didn’t purchase anything else in my cart, a net $900 loss for this backwards company."